COURSE AIMS

There will be many times when you never meet the customer in person, therefore it is essential that each employee answering the phone is able to sell or portray their personality quickly and effectively over the phone. The telephone is the most used tool in the work environment and how this tool is used is vital to customer service. Telephone Etiquette will show you how to make the telephone your business partner.

WHO WILL BENEFIT FROM THE COURSE?

This programme is designed for receptionists, call centre professionals, sales representatives or anyone who deals with the clients mostly through the telephone who needs to learn the tools and techniques required for superior telephone communication in an interactive environment.

WHAT WILL YOU GAIN FROM THIS COURSE?

Learn how to create the right impression of yourself and your company

Present a positive and lasting image while dealing with customers over the telephone

Understand and appreciate what it feels like to be on the other end of poor, good and excellent customer service

Identify the challenges of communicating by phone

Know the factors of good and bad communication on the telephone

Learn how to develop a rapport with callers

Identify the best practices and telephone ‘etiquette’ when answering, holding or transferring calls

Learn how to manage difficult and aggressive customers and resolve problems successfully

An increased appreciation for your role in helping the organisation achieve customer service excellence

The latest techniques and methods to help your team provide world-class service

Enhanced leadership and communication skills required to excel in your career

Increased confidence in your ability to work professionally with difficult or upset customers

SAMPLE COURSE CONTENT

Below is an example of the course content. The content can be ‘tailored’ to meet the exact requirements of the client.

Creating a Professional Image over the Telephone

Understanding How Customers Form Impressions

Clarifying Our Purpose

Handling the Key Stages of the Call

The Importance of Every Telephone Interaction

Using the Correct Language

Tuning Into Your Caller

Communication Skills

Communication is More Than Words

The Principles of Communication

Barriers to Communication

The 7 C’s:

Courteous

Clear

Colourful

Concise

Consistent

Correct

Communicative

Good Questions vs Bad Questions

Closed

Open Ended – Informational

Probing

Reflecting

Leading

Types of Questions to Avoid

Active Listening

What Active Listening

Why People Do Not Listen

The Difference Between Hearing and Listening

Techniques to Enhance Listening Skills

Controlling the Telephone Process Confidently

Making and Taking Calls

Beginning the Call

Know What Your Caller Wants

Announcing Yourself

Building Rapport

Being Consistent

How to Sound Confident and Helpful

Dealing with Enquiries – Getting the Facts and Controlling the Call

Closing

Controlling Interruptions

Company Standards and Procedures

Identifying Standards for:

Answering Internal Calls

Answering External Calls

Transferring Calls

Putting Callers on Hold

Follow-Through for the Caller

Handling Different Callers

Reasons for Losing Customers

Developing Flexibility

Welcoming Objections

Identifying Causes

Handling Complaints

Benefits of Complaints

How to Deal with Complaints

Preventing Complaints

Dealing with:

Rude and Angry Customers

Talkative

Hard to Understand

The Building Blocks for Success: Attitude, Acknowledgement, Agreement, Action

Resolving Problems – Identifying a Process

Telephone Mechanics

Knowing the Machinery

Identifying Extension Numbers

People Calling From Abroad

Handling Callers From Someone Else’s Office

Using the Resources Around You

Structuring Messages

Information to Include on a Message Form

Repeating the Client’s Name and Contact Details

Actions to be Taken as a Result of the Message

METHODOLOGY OF TRAINING

The foundation of our training is anchored in activity-based experiential learning. This methodology takes into consideration different learning and communication styles, and more importantly language and cultural differences. It is through active participation that the adoption and application of theory is expedited.

Our training team pays careful attention to planning and designing effective instructional methods essential for the transfer of knowledge. It is the creative skill of our management trainers and consultants that reveal untapped skills of the delegates through: